Pathetic service

My contract with cell c for my pocket router it is expiring july 2020 ,last month i was told by one of their Agent that if i dont want to upgrade i should call to serve a cancellation notice.today when i called the first lady who assisted me in the customer service took my details and told me that she is transferring me to put the notice .and the gentleman that i spoke with he took my ID number and both my cellc number but his system couldn't pick up my details .and the irritating thing is he tells me to go to cellc branch to cancel the contract and by the-time i took the contract i ddnt go to CELLC brach i was called and it was delivered to me !!!!!!!so now i have to go to cellc